Quality Assurance Analyst

Overview

We are seeking a detail-oriented and analytical Quality Analyst to join our Contact Center Operations team. The primary goal of this role is to drive consistency in quality assurance and ensure an excellent customer experience to maintain client confidence and loyalty. You will be responsible for end-to-end transaction monitoring, data analysis, and providing recommendations for process improvement and innovation.

Key Responsibilities

• Transaction Monitoring: Monitor and audit frontline agent transactions (calls, emails, chat, or back-office work) against internal and external quality assurance requirements to deliver excellent customer experience. Ensure monitoring goals are met and lead to relevant findings that impact business needs.
• Reporting & Analysis: Create and update Customer Experience reports (e.g., Daily Internal Errors, Scorecard Up...